Saltdean Hart Insurance Brokers / BG-Demo – Onboarding
Callcompleted
Saltdean Hart Insurance Brokers · 10 Dec 2024 10:30
Onboarding call on 10 Dec 2024. Claims goes first. Abi owes written access and nightly claims file timings, Zoe owes the seat list. Zoe said the team is stretched and wants asks kept small.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call on 10 Dec 2024. Claims goes first. Abi owes written access and nightly claims file timings, Zoe owes the seat list. Zoe said the team is stretched and wants asks kept small.
What happened: Callie Brennan walked Zoe Kendrick and Abi Coombes through connectors, access and permissions before the first refresh. Claims goes first, using the CRM, the claims system and the shared drive.
Customer view: Zoe is stretched with renewals piling up before Christmas and wants any ask kept small. Claims staff have been burnt by tools that were only ever for sales, so adoption beyond sales matters to her.
Commercial: The customer is on Growth, with several teams and up to 40 users. The claims system only exports a nightly file, so the 07:00 refresh depends on that file landing in time.
Watch: Abi could not promise the file finishes overnight. Written access, the restricted list and the seat list are all still owed.
Themes
As at Fri 9 Oct 2026Theme
Onboarding access and claims
Importance
neutral
Sentiment
neutral
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Abi Coombes sends written access, the file timings and the restricted list the next day.
- Zoe Kendrick sends the claims seat list by Friday.
- Callie Brennan sends the setup note and a first refresh date, and speaks again in a fortnight.
Risks
As at Fri 9 Oct 2026- The claims data is only as fresh as a nightly file whose overnight timing is unconfirmed.
- Zoe is stretched and may not deliver the seat list or drive adoption.
- Written access is still outstanding, so no connector can start.
Opportunities
As at Fri 9 Oct 2026- Claims is in scope alongside the account executives, so the Growth seats can spread across several teams.
- The brain can show which accounts have notes and which do not, a useful internal conversation for Zoe.
Transcript
Callie BrennanHello, can you hear me alright? Good morning.
Zoe KendrickMorning Callie, yes, loud and clear. I've got Abi just joining, she's wrestling with the meeting link.
Abi CoombesHi, sorry. It wanted me to sign in twice. Can you hear me?- Callie BrennanPerfectly. Right, no problem at all. So here's the plan for the next three quarters of an hour. First, I want to go through what's connected and what isn't. Then access, because that's what everything else hangs off. Then who does what before we switch on the refresh, and then we agree the next call.
- Zoe KendrickLovely. Can I do a quick question first? I'm sorry, it's what's on fire this morning. Can the claims team see it? Properly, not just me and the account executives.
- Callie BrennanYes. You're on Growth, so it's several teams, up to 40 users. Claims and the account executives are both in scope. What I need from your side is the list of who gets a seat, and we do that nearer the first refresh so you're not paying attention to it twice.
- Zoe KendrickOkay. Good. Because the claims lot have been burnt before by tools that were only ever for sales.
- Callie BrennanThat maps cleanly, honestly. The brain sits over the lot, so a claims handler asking about a client sees the policy, the emails and the earlier tickets together. Abi, can I check where we are with the systems side?
- Abi CoombesYeah. So the Snowflake side I sorted last week. The role and the warehouse are there, I just haven't sent you anything in writing yet.
- Callie BrennanRight, that's the bit I need. I don't start any connector without written access, so even an email is fine, saying which role, what it can read, and who approved it.
- Abi CoombesRead only, I assume? Our compliance person will ask.
- Callie BrennanRead only on your source systems, yes. We pull, we never write back. And the brain itself lives inside your Snowflake account, so the data doesn't leave your walls.
- Abi CoombesGood. That'll help, that's the first thing they'll ask.
- Zoe KendrickMm. Sorry, can I just say, we're stretched this month. Renewals are piling up before Christmas and I can't pretend otherwise. So whatever you need from me, I'd rather know it's small.
- Callie BrennanUnderstood, and thank you for saying. It is small for you. The list of seats, and a yes or no on which team goes first. Everything technical is Abi's, and the rest is mine.
- Zoe KendrickClaims first, I think. The account executives will moan but claims complaints can't wait.
- Callie BrennanClaims first, noted. Abi, which sources are we talking about for that? I've got your CRM, the claims system and the shared drive on my sheet.
- Abi CoombesThat's right. The CRM is the easy one, I've got a service user for it. The claims system is, er, less easy. It's a bit older and the export is a nightly file, not a proper connection.
- Callie BrennanOkay, that's useful to know now rather than later. A nightly file is fine, we can land it. But it means the claims data is only ever as fresh as that file, so the refresh by 07:00 depends on it having been written by then. Does it finish overnight reliably?
- Abi CoombesMostly. I think so. I'd want to check the timings before I promise you.
- Callie BrennanThat's the right answer, and I'd rather you checked than guessed. Can you look at the last couple of weeks of file times and tell me the latest it landed?
- Abi CoombesYeah, I can pull that off the server tomorrow.
- Zoe KendrickIs that going to cause a problem? Should I be worried?
- Callie BrennanNo, it's a checklist item, not a worry. If it's late some nights we move the file earlier or we accept that claims shows yesterday's position on those mornings. We just need to know which.
- Abi CoombesOkay. And there's one more thing, I've already raised a ticket about it. The invitation emails from the brain went to junk for a couple of people. I wasn't sure if that was us or you.
- Callie BrennanI saw that come in. That's almost always the receiving side treating a new sender as unknown. If you allow our sending address in your mail filter, it goes away. I'll put the address in the note I send after this.
- Abi CoombesRight, I'll do that today.
- Callie BrennanBrilliant. Now the shared drive. Zoe, what actually lives there that you'd want a claims handler to ask about? Policy wordings, correspondence, what?
- Zoe KendrickWordings, mostly. And the claim notes, if people save them, which they don't always. That's the other thing, honestly. Some of the account executives keep things in their own folders and some in the CRM.
- Callie BrennanMm, yes. That's common, and the brain will make it visible rather than fix it. You'll be able to see which accounts have notes and which don't. That might be a useful conversation for you internally.
- Zoe KendrickHa. It'll be a very uncomfortable conversation. But yes, useful.
- Abi CoombesCan I ask about permissions? If someone's in the claims team, can they see a commercial client's whole file? Some of that is, you know, sensitive.
- Callie BrennanGood question. It follows the source permissions where we can, and where we can't we set groups by hand. What I need from your side is a short list of the folders or record types that must stay restricted. Then I'll check each one before we switch on the refresh, not after.
- Abi CoombesI can do that list. It's not long.
- Zoe KendrickDo check it with me as well. I'd hate for a claims handler to see something about a director's own policy.
- Callie BrennanAgreed, you two compare notes and I'll work from the joint list. Let me recap so we all leave with the same thing. Abi sends written access for the CRM and the Snowflake role, the nightly file timings, the restricted list, and allows our sender address. Zoe sends the seat list for claims and confirms claims goes first. I send the setup note and a date for the first refresh once I have those.
- Abi CoombesThat's all doable. I'll do the access email tomorrow and the file timings with it.
- Zoe KendrickSeat list by the end of the week, I promise. Probably Friday. If I haven't, nag me.
- Callie BrennanI will, politely. And I'd suggest we speak again in a fortnight, before the refresh goes live, so we're not surprised. Same time suit?
- Zoe KendrickSame time is fine, if I'm not firefighting. If I am, Abi can carry it.
- Callie BrennanThanks both, speak soon.
- Abi CoombesCheers, bye.
- Zoe KendrickBye, thanks Callie.
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